KEYNOTE: CUSTOMER EXPERIENCE FROM THE OUTSIDE IN
Forrester Principal analyst and Vice President Kerry Bodine is the co-author of Outside In: The Power of Putting Customers at the Center of Your Business. Kerry leads Forrester's research on customer experience design and innovation. She taps into her past work as both a design practitioner and leader to help Forrester clients develop empathy for customer needs, and co-create experiences that truly matter — for their customers, for their employees, and for their business. She's also the creative force behind the customer experience ecosystem, a framework that helps companies diagnose and fix customer problems at their roots.